Knowledge Base Articles: Reports

Q. My PhoneControl report does not show incoming calling identification ("incoming CLI").  Why?

A. Some PABX’s do not support this feature. Please consult your PABX maintainer to find out if your PABX is capable of giving this information. If your PABX does support CLI, you may need to have a Switch.ini file in your Windows/WinNT folder to enable the CLI to be shown in Advanced Reports. Please consult Technical Support for more information. Remember the calling party can disable their phone number being displayed, so some incoming call records may not have CLI details.

Q. How do I run a report to show incoming CLI?

A. CLI details will appear in the "Called Number" field of the reports. We recommend you run a Detailed Report and filter out all outbound calls. To do this, click Call Types and deselect Outgoing. Then in Report Output Style > Define Report move the following fields into the Display Order window; Date, Time, Extension, Called Number and Duration. Remember that the calling party can disable their number being displayed, so some call records may not have CLI details.

Q. Why are my reports showing incorrect call dates or times?

A. The date and time of the call is obtained primarily from within the SMDR / CDR output of the PABX. However, if this not available in the PABX then PhoneControl will use the PC date and time. First, check that the PC date and time is correct in Control Panel. Otherwise, contact your PABX maintainer to check the date and time outputted by the PABX is correct.

Q. How do I save a report that I have just defined and run it again later? A. The report settings may be saved using the Save button of Advanced Reports. Create your report first then click the Save button. Under File Name enter a name that best describes your report, with a file extension of ARF, then click Save. To run this report again do the following;

  1. Click on the Load button, select the previously saved report, then click Open.Select the dates required
  2. Click Run to generate the report.

 

Q. How do I run a report into Excel or Word?

A. First, you need to configure PhoneControl to use the correct application for viewing the report. To do this, start the PhoneControl Program Configuration module and click on the Viewers button. The Viewers Configuration screen appears where you must enter the full file path of where the executable file is located on your computer. The default location of Excel in MS Office97, for example, is "C:\Program Files\Microsoft Office\Office\Excel.exe". Use the Browse button (…) next to CSV to find the executable file. Restart the Advanced Reports module for this change to take effect. Before running an Advanced Report, click on the File Name button and select from the drop down list Comma Delimited (*.CSV). In File Name, give the output file a meaningful name followed by .CSV (e.g. report.csv). When you run the report it will automatically display the report in Excel. You can now save the report settings to an ".ARF" file, so that every time you load and run that report, it outputs to Excel. To do this click on the Save button on the main Advanced Reports screen. If you want to output a report to MS Word, repeat the above steps with "Winword.exe" (the default location may be, for example, C:\Program Files\Microsoft Office\Office\Winword.exe) as the application executable to be used, and "*.RTF" (Rich Text Format) as the output format.

Q. How do I run a text report into HTML format?

A. Before you run the report, click on File Name, give the output file a meaningful name followed by .HTM or .HTML (e.g. report.htm). When you run the report it will automatically display the report in your default Web Browser. You can save the report settings to an ".ARF" file, so that every time you load and run that report, it outputs to HTML. To do this click on the Save button on the main Advanced Reports screen.

Q. No call details appear in the report, even though I know calls have been made on the dates selected. Why?

A. Go back and check all of the parameters that you may have altered. If you can’t get the report information you require, LOAD the Default.arf settings again to set everything back to include all calls, and try to set up your report again. Perhaps the most common exceptions that are forgotten are Extensions/Departments, Call Types and defining the report content from Report Output Style > Define Report. If the report is a text report, there may be clues to solving the problem at the beginning of the report, where exception settings are usually noted. This normally is under "For the following conditions" heading. Also, check that there is a "phone icon" beside the dates selected in "Select Dates". These icons represent call data collected. If you still cannot run a report contact Technical Support.

Q. I know that the switchboard has taken ‘x’ number of calls but PhoneControl reports much less. Why?

A. This is usually a result of how your PABX handles Incoming calls to the switchboard/console. Contact your PABX maintainer to find out how your PABX reports on Incoming calls and Incoming transferred calls. Different switches can allocate different extension names to your switchboard console extensions. For example, some switches refer to these as "ATT01", "ATT02" etc. (ATT stands for Attendant) Check that you are reporting on the right extensions. Some PABXs will record that the extension to which the call was diverted to answered the incoming call, and not against the receptionist's extension. Other PABX’s will record information against a "hunt group" and not an extension number. You may wish to run a Summary Report on all Incoming Calls, sorted by extension. This will give you an idea of which extensions are receiving the most calls.

Q. My reports show some calls with an excessive cost and/or long duration, when I know this is not the case. Why? A. This is usually a result of corruption in the PABX call data, but it could also mean that your PABX has one or more lines that are "locked up". This occurs when the call has terminated but the PABX has not properly released the line. It might also be possible that a data device, such as a modem, has been left connected for a long period.

First, check the serial data connection at the back of your PhoneControl computer and the serial connection at the PABX end. A loose connection may result in corrupted data. Check the extension for which these abnormal calls have been reported. Can anyone explain the call? Is there a modem plugged in? If the cabling is OK and there is no explanation for these calls then, we suggest you contact your PABX maintainer for assistance.

Q. I have "unassigned" extensions in my reports. Why?

A. These Unassigned extensions are extension details which have not been set up in the Directory program. Perhaps they were not added into the Directory database, are not Reportable, or have a Start and End Date which falls outside of the reporting period. Please refer to the Directory section of the user manual for further details.

Q. How do I know which extensions are unassigned and how do I amend this?

A. One way is to run an Organisational Summary report and it will display a section listing all the Unassigned Extensions. Then you need to add these extensions to your Directory database and assign these extension details to a specific department. For existing extensions check that they are Reportable. Restart the Advanced Reports for the changes to take affect.

Q. Calls that are less than 30 seconds are not charged. Why? How do I change this?

A. By default, only outgoing calls above 30 seconds in duration will be charged. The reason for this is if the PABX does not provide meter pulsing, or an indication that the call was connected, then we make an assumption that on average it would take 30 seconds to get connected. This is to allow for dialing, connection and answer time. This setting is configurable and can be found in the "MinDur" section for each carrier, listed within the "Carrier.txt" file. (Operator Services calls are set to 90 seconds).

Q. My carrier’s telephone bill and PhoneControl’s report state very different figures. Why? A. There are several factors which may cause a cost discrepancy, but the main ones include:

  • Same trunks - are the trunk lines in the bill match what is in the report? Ensure that if comparing the entire bill that all the trunks are included. Some lines may be used for different carriers, for example some are used for Telstra and others for AAPT. Discounts - what is the gross and net figures? Is there a Savings Plan or any other discounts? Is there a specially negotiated plan for your company? PhoneControl contains the standard carrier rates with no special rates included. Same Number of calls – the number of calls billed must match the number of calls recorded by the PABX and stored in the computer. For example, if there was a period with no call data collected then the number of outgoing calls will be less, and hence the costs in the report will be less. Fixed charged calls - PhoneControl applies fixed charges for certain calls, including; 190 numbers and Operator connect services. Call routing - Some calls may be routed via a different carrier using a prefix number. Direct lines - calls which are not routed via a PABX, like a fax machine. Report parameters - Check that the parameters set in the Advanced Reports matches the same conditions of the bill. For example, the report may be excluding certain extensions, call types, etc. Cost Tables - Do you have up-to-date Cost Tables? Ensure that you install the latest Cost Tables so that your call costing is up to date.
  • Call connection - If the PABX does not provide meter pulsing or an indication that the call was connected then we make an assumption that on average it would take 30 seconds to get connected. This is to allow for dialing, connection and answer time. Therefore, calls less than 30 seconds duration will not be charged.

Note: this is not a comprehensive list but serves as a guide. It is important to understand that PhoneControl relies upon what is captured from the PABX and the accuracy of the Cost Tables.

Q. My report shows the Called Number with a leading number and the Called Destination field does not show the correct destination of calls. Why? A. Some PABX’s will report called numbers with an access number in front. This may be a single number, often "0", which is the number that telephone users dial to get an outside line; or it may be more digits, which represent the access code that the switch automatically adds to dialed numbers to enable least cost routing. These extra digits mean that PhoneControl cannot resolve the dialed numbers correctly, resulting in incorrect Called Destinations.

These numbers may be stripped using the Access.txt file, so that Called Numbers only show the actual dialed digits. For further assistance contact Technical Support.

Q. The columns in my report are jagged. How do I fix this?

A. The application (or format) you are using to view the textual Advanced Reports is not the most suitable one if you want to see the columns of data strictly aligned. We recommend you run the report using Microsoft Word, so that the body of the report is "justified". For summary Reports we also suggest you use Organisational Summary Reports.

Q. I have changed/upgraded my PABX, but PhoneControl does not report on my call data anymore. Why? A. In order for PhoneControl to "read" the call data of your particular type/model of PABX, it requires a specific file, known as the Translator. It acts as a "go-between" for the raw call data and PhoneControl’s Advanced Reports module.

Contact your PhoneControl distributor to receive the appropriate translator. It is possible that your distributor will require you to send some of the new call data for testing. There may also be a charge for this new Translator.

Q. I have reinstalled/upgraded my PhoneControl software and I cannot see a "phone icon" next to the dates in the Select Dates screen.  Why?

A. In order to run reports on dates prior to the reinstallation/upgrade you MUST get the system re-registered. Enter your registration code in Register of Program Configuration. To obtain a new registration code access the Register.txt file located in the main PhoneControl installation directory, and either email or fax this to PhoneControl (Do NOT edit the contents of this file).

Q. Call details are not reported correctly. Why?

A. It is likely that the data format that your PABX is outputting is not exactly the same as required by the translator file that you have loaded. When you install PhoneControl, a Translator is installed onto your computer. The translator file reads the data collected from the PABX and interprets this into a format that the Advanced Reports module can understand when you run reports. Each PABX call data is different and requires it's own Translator. However, if the data from the PABX is in an unusual format, then the standard Translator included with the product may not interpret the data correctly. It should be noted that the Translator only reads the raw call data, it does not affect the format in which the data is stored. Please contact Technical Support to check that your PABX call data is in the supported format.

Q. Reports do not display account codes (or PIN/Authorisation codes). Why? A. PhoneControl obtains all of it's Account Code and PIN/Auth Code information from the PABX, and as a result PhoneControl is limited to what is supported by each type of PABX. Some PABXs support only Account Codes, primarily used for assigning charges to different clients. This information is normally recorded in the Account Code field of the SMDR call record. Other PABXs support only PIN/Auth codes, primarily used for security reasons - to establish restrictions on what types of calls can be made. This information is normally recorded in the PIN/Auth Code field of the SMDR call record. There are PABXs that output BOTH features: Account Codes in the Account Code field AND the PIN details in the PIN/Auth Code field, of the SMDR call record. Furthermore, some PABXs support forced Account Codes but records the details in another field of the SMDR call record, like the Auth Code field. For this reason, it is strongly recommended you consult with the PABX maintainer to see what is supported in regards to Account Codes and/or PIN numbers, and what fields of the SMDR call record are designated for this information. If you wanted to utilise Account Codes (and the PABX outputs Account Codes) then the Account Code details may be entered in the Account Code Entry module. This module allows markups and surcharges to be applied to Account Codes. You may then use Account Code, Account Cost and Account Name in the Advanced Reports. Also, if a specific Account Code is required for reporting then the Account Code field of Account Codes / PIN Numbers may be used. On the other hand, if PIN/Auth Code is only available in the PABX then you cannot use the Account Code Entry module. Instead the PIN number/Auth code field of Account Codes/PIN Numbers would be used for reporting purposes. Markups and surcharges cannot be used. However, if you would like to treat PIN/Auth Codes as Account Codes then (at a charge) we can modify the Translator. In this case, you would be able to utilise the Account Code Entry module features.

If you require further assistance, please contact Technical Support. You may be asked to send us some sample call data to verify what is recorded by your PABX.

Q. How do I use the "Scripts" feature of Reports Selection?

A. The report scripting is intended for installers and technical support personnel to create predefined scripts for generating reports. Unfortunately, we cannot provide support on how to use this new feature. However, if you wish to include your own "custom" report scripts we can create it but this would be chargeable. You can still create your own "custom" reports using the Advanced Reports program.

Q. How do I disable the Reports Selection screen to appear when launching the Advanced Reports?

A. Edit the following entry in Phonec.ini (located in the Windows/WinNT directory) to read:

Use Report Wizard=0

Q. How do I send a text report via email?

A. First, you need to configure your email settings in Program Configuration > Email Settings. Your Network Administrator can assist you with this. Then create your report in the Advanced Reports. Before running the report, click the Email button and enter the relevant details making sure you tick the Email Text Reports check box. You can save the report settings as an ARF file by clicking the Save button.

 

 

 

  

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